Service Management: How to Run an Effective and Efficient GBS Organization
Service management lies at the heart of service delivery. This session will highlight the fundamentals of effective service management, based on global best practices from P&G and several Fortune 20 companies. An effective service manager runs the service like a business. This session will highlight critical and foundational capacities in service management:
- Cost versus value creation as a deliverable
- Brand building as a value framework
- Understanding who your users are versus who your customers are
- The what: what defines value delivered
- The how: the right strategy to succeed
Speakers
Daad McGovern
Vice President, Global Services
Crawford & Company
Daad leads an operation that provides back office shared business process for Crawford & Company. Behind every claim is a story. A person. A family. A child. Crawford & Company’s mission is to restore and enhance lives, businesses and communities across the globe following unexpected losses.
Tony Saldanha
President
Inixia
Globally recognized expert and thought leader in Global Business Services (GBS) and digital technology, with a 27-year career running Procter & Gamble's multi-billion dollar GBS and IT operations globally.
Kip Fanta
Advisor
Inixia
Kip works to inspire and enable leaders at all levels, with a focus on helping Information Technology (IT) and all Shared Service Providers/Functions, both internal and external, become more strategic with their business partners.
Naomi Secor
Global Managing Director
Shared Services & Outsourcing Network (SSON)
As global leader of SSON, Naomi is responsible for the strategic direction and continuous growth of all SSON customer channels. That includes SSON events, SSON’s online portal, www.ssonetwork.com, and SSON’s research and data analytics centre, SSON Analytics. Naomi has spent her career developing cutting edge content, producing leading industry events, introducing new products, cultivating and nurturing business relationships with shared services leaders and partners and maintaining customer satisfaction.
Barbara Hodge
Global Editor and Industry Analyst
Shared Services and Outsourcing Network (SSON)
Barbara Hodge is Principal Analyst and Global Digital Content Editor at the Shared Services & Outsourcing Network (SSON), the largest and most respected forum for executives responsible for delivering optimized business services. Barbara is responsible for SSON's global digital content – including specialist reports – which cements SSON's position as the most trusted resource for practitioners from around the world. As the voice of SSON, she ensures the content reflects current trends and opportunities to help SSO leaders continuously drive performance.
